铁路保价货物损失理赔服务集中运营方式研究

A Study on Unified Claim Settlement Service of Insured Railway Cargo

在分析理赔服务质量存在的客户满意率较低、索赔手续较繁杂,责任意识淡薄、足额保价率低,主动联系不足、兑付时限超期,质量监管困难、激励政策不足等问题的基础上,提出落实主动赔付服务意识,探索"足不出户"赔付效率,健全理赔质量考评机制等提升铁路保价货物损失理赔服务质量对策,并探讨利用货运票据电子化和铁路货运信息大数据,结合共享服务理论研究铁路保价货物损失理赔服务,为客户提供实时铁路保价货物损失理赔服务,从而提升铁路保价服务质量。

To improve the railway value-insured service,this paper firstly studies the factors resulting in the lower customer satisfaction rate:complicated claim procedure,customer service staff’s bad sense of duty,low occurrence of full value redemption,few calls from customer service,overdue redemption,inadequate quality supervision measures and improper incentive policies.Accordingly,this paper then puts forward the improvement strategies:being proactive to offer compensation service,experimenting with“door-to-door”service,upgrading the claim service assessment system and handling claim settlement for insured cargoes timely by taking the advantage of E-shipping papers and big data on railway freight information,based on the theories on shared service.